Yoga Syaiful is a quality assurance specialist with 3 years of experience in service operations and social media engagement. He has a political science degree from University of Muhammadiyah Jakarta, with a concentration in international relations. In his roles, he has analyzed documents, provided voter education, handled social media issues, and assessed customer support teams to ensure compliance with guidelines. He has received several best quality assurance awards for his work.

1. Portfolio
2021

2. Portfolio
Quality Assurance Specialist
serivece Ops
Customer Experience Operation
Team
Yoga Syaiful
Islam
About me Past Experience Appreciate Go
See how it works!

3. Portfolio
People used call me Yoga. I’m Quality Assurance
and Analytic Specialist for Service or Operation
Team and Social Media Engagement for 3 years
based in Jakarta.
I’m Political Science graduate with concentration
in Int’l Relation from University of
Muhammadiyah Jakarta.
I like to learn new things, thing critically, learn
fast, have new experience & meet new people so
that i can apply my knowledge and skills for
continuous improvement.
Yoga Syaiful
Islam,
I’m
About me Past Experience Appreciate
Majors
GPA
Political Science with concentration Int’l Relation
3.15
Want to hire me?
University of Muhammadiyah
Jakarta
Education
Get In +62 85960353669
yoga.syaiful95@gmail.com

4. Portfolio About me Past Experience Appreciate
General Election Commission DKI Jakarta (Internship) – Jakarta, IDN
Feb 2018 – May 2019
Staff Analyst & Liaison Officer (LO) Feb 2017 – Mar 2017
Analyzing the documents that come in, usually a request f rom a media company
to collaborate in a successful election
Provide counselling in prisons or detention centers on how to be the correct voter,
then also explain the intentions of each candidate for Governor and Deputy
Governor to prison inmates so that ther have knowledge of each candidate
Became a Committee for the election of the Governor and Deputy Governor of
Jakarta at the Bidakara Hotel Jakarta
PT Swakarya Insan Mandiri (Tokopedia Project) – Jakarta, IDN
Social Media Engagement Officer Jan 2018 – Feb 2019
Handle cases of problems experienced by user in
Live Monitoring Quality Assurance
Average at a certain time, usually on problem that are quite difficult in answering
user complaints, then help analyze the problem and provide appropriate answer so
that the case can be solved

5. Portfolio About me Past Experience Appreciate
Quality Assurance and Analytic Operations Customer Support Jun 2019 – Jul 2020
PT Transcosmos Indonesia (Tokopedia Project) – Jakarta, IDN
Assessing wheater the customer support team is in line and following company
regulations, our team also sometimes makes guidelines or also revises existing
guidelines, because in the startup world, everything can change as soon as possible, so
we also have to keep updating the guidelines to keep pace with changes
The Qa team also schedules personal traning for the customer support team if one of
the team experiences problem, such as values that do not match Company Standard
Perform calibration with other divisions, for example Finance, Fraud, or Technology to
reformulate guidelines hat my need updating, and this can happen almost every day
Use Salesforce CRM Tools to identify problems that occur a lot at certain hours, then
find out who the operational team is involved in the problem, then make meetings and
provide the correct information according to the guidelines that have been made.

6. Portfolio About me Past Experience Appreciate
Quality Assurance Specialist Service Ops
Okt 2019 – March 2020
Prakerja.go.id – Jakarta, IDN
Create guidelines for the entire customer service team such as Live Chat, Email, and
Voice in order to serve well, create SOPs, and also create parameters for QA
assessments
Perform Weekly and Monthly calibrations with team leaders, Managers and Clients
(Prakerja/The Coordinating Ministry for the Economy) about the performance of the
customer service team
Assess the entire customer service team, provide feedback, make preparations to
ensure they have followed the SOPs that have been created. And give weekly
reports to clients

7. Portfolio About me Past Experience Appreciate
1st Best Quality Assurance
in July with Quality
Management Score 91.01%,
0% fatal error team,
Good CSAT 93.19%, and
Validation Resul t f rom
Client (Tokopedia) 99%

8. Portfolio About me Past Experience Appreciate
1st Best Quality Assurance
in November with Quality
Management Score 91.33%,
0% fatal error team,
Good CSAT 98.67%, and
Validation Resul t f rom QA
TCID 98.67%

9. Portfolio About me Past Experience Appreciate
2th Nominee Best Quality
Assurance in November
with Quality Management
Score 92.06%,
0% fatal error team, and
Validation Resul t f rom QA
TCID 97.33%

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